What You'll Do:

CM Framework Development & Governance

• Design, document, and maintain a scalable, reusable Change Management Framework tailored to IT project types (e.g., software modifications, new implementations, integrations, data analytics, AI delivery) and sizes (small, medium, large/complex).
• Define clear CM role guidance — including when the CM Manager operates in hands-on execution mode versus coaching/advisory mode — with criteria based on project risk, scope, and audience impact.
• Establish standardized CM templates, playbooks, and toolkits (communications plans, stakeholder maps, training matrices, readiness checklists) that project teams can leverage independently.
• Build and maintain an AI-assisted CM project intake and triage process that uses structured inputs to auto-classify project CM requirements, recommend the appropriate CM approach, and generate a first-draft CM plan.

Change Strategy & Impact Analysis

• Partner with IT project leadership to assess the scope, scale, and organizational impact of technology changes across different employee and stakeholder groups.
• Apply proven change management frameworks to develop tailored strategies that drive adoption and minimize resistance.
• Conduct stakeholder analysis and change impact assessments to identify key risks, readiness gaps, and engagement opportunities.
• Leverage AI tools (e.g., AI-assisted survey analysis, sentiment analysis, pattern recognition across past projects) to accelerate and enrich impact assessments and identify adoption risk signals earlier.

Communications & Engagement

• Develop and execute multi-channel communications plans that provide consistent, clear, and timely messaging from project kickoff through post-go-live.
• Write executive announcements, email campaigns, intranet articles, FAQs, and other content that explains the “why” or ‘so what’  behind changes in accessible, human-centered language.
• Create polished, compelling presentations for diverse audiences including executive leadership, business partners, and end users.
• Use AI writing and content generation tools (e.g., Gemini, Claude) to draft, iterate, and personalize communications at scale — including tailored messaging for different stakeholder segments and AI-generated FAQ drafts based on project documentation.
• Develop and manage AI-enhanced feedback loops: use AI tools to analyze open-ended survey responses, identify recurring themes, and surface actionable insights to adjust communication strategies in real time.

Enablement & Readiness

• Design and implement readiness programs including training plans, job aids, support resources, and interactive workshops that prepare employees for technology changes.
• Collaborate with IT and Data delivery teams to ensure enablement materials are accurate, timely, and aligned to real user workflows.
• Establish and manage a change champion network within business teams, equipping champions to serve as advocates and first-line support for their peers.
• Leverage AI-powered learning tools to develop personalized, role-based training content — including AI-generated quick-reference guides, interactive FAQs, and scenario-based simulations tailored to specific user groups.
• Use AI to monitor post-go-live adoption signals (e.g., system usage data, helpdesk ticket trends, survey responses) and proactively identify users or teams who may need additional support or intervention.

Stakeholder Collaboration & Coaching

• Build strong partnerships with IT project managers, technical teams, and business leaders to ensure a cohesive, integrated approach to change.
• Coach project teams on CM best practices, enabling them to independently execute change activities for lower-complexity initiatives using the established framework.
• Measure change initiative effectiveness through surveys, feedback sessions, adoption metrics, and lessons learned — continuously refining the framework based on outcomes.
• Use AI-assisted dashboards and reporting tools to synthesize adoption metrics, stakeholder sentiment, and readiness data into real-time executive summaries and actionable measurements. 

What You Will Bring to Coupa:

Experience & Core Competencies

• 5–7+ years of dedicated change management experience, with a strong focus on IT and technology transformation projects.
• Proven experience applying industry-standard CM frameworks across projects of varying size and complexity.
• Demonstrated ability to operate in both a hands-on practitioner mode and a coaching/advisory capacity, with clear judgment about when each is appropriate.
• Exceptional written and verbal communication skills; proven ability to translate complex technical changes into clear, compelling, human-centered content.
• Expert-level presentation skills, with the ability to confidently engage audiences from frontline employees to C-suite executives.
• Experience building and managing change champion networks.
• Familiarity with project management methodologies and tools (e.g., Agile, Waterfall, Jira, Smartsheet).

AI Fluency & Forward-Thinking Skills

Candidates must demonstrate practical, hands-on experience using AI tools in a professional context — not just awareness of AI. We are looking for someone who has already integrated AI into their change management or communications workflow.

• Hands-on experience using AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) for professional tasks such as drafting communications, summarizing documents, generating content, or analyzing feedback.
• Ability to write effective AI prompts (prompt engineering) to produce high-quality, context-appropriate outputs for change management deliverables.
• Experience using AI to accelerate content creation — including stakeholder-segmented communications, training materials, FAQs, and presentations — while maintaining quality and human review standards.
• Familiarity with AI-powered analytics or survey tools to analyze qualitative feedback, identify sentiment trends, and surface patterns in large data sets.
• Demonstrated interest in and ability to evaluate, pilot, and operationalize emerging AI tools relevant to change management, communications, or learning and development.
• Comfort with data and the ability to use AI-assisted reporting to synthesize adoption metrics and present findings clearly to leadership.

Framework & Tooling

• Demonstrated experience designing, documenting, and scaling reusable change management frameworks or playbooks across an organization.
• Ability to tailor CM approaches by project type (software modification vs. new implementation) and project complexity (small tactical release vs. large enterprise rollout).
• Experience creating multimedia content (e.g., videos, infographics, interactive guides) to support change initiatives.